GDS seeks senior manager to create contact centre for One Login user support

Cabinet Office-based digital unit reveals plans to set up dedicated customer support facility, which it claims will be a key part of its inclusion agenda for new cross-government login system

The Government Digital Service is seeking to appoint a senior manager to create and oversee the operation of a contact centre to support users of the incoming GOV.UK One Login system.

More than 800,000 people have already created an account on the new government-wide platform, which has been adopted as the means to access eight citizen services. Government’s target is that the system will be implemented across all agencies and services by 2025 – with major departments such as HM Revenue and Customs and the Department for Work and Pensions set to roll out the platform across their services within the next year.

Developed by GDS, One Login is intended to replace the current patchwork of almost 200 separate accounts and 44 login methods with single, ubiquitous system through which users can verify their identity and access government services.

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To support users of the new unified platform, GDS is to set up a contact centre. To lead the creation of the facility, and manage its operations thereafter, the digital unit is seeking to hire a One Login contact centre manager.

The role, which will be based in Manchester and comes with an annual salary of £64,735 to £69,200, comes with the remit of “taking the contact centre from supplier award through to effective live operations [and] working across the programme to ensure alignment with the wider programme roadmap and existing teams” working on One Login.

Once the facility is up and running, the successful candidate will be expected to deliver “day-to-day oversight for the contact centre, ensuring it delivers on key requirements, meeting key performance indicators and SLAs and tackling areas of concern and poor performance as required”. This will include “effective supplier management; building a productive and collaborative relationship with our chosen supplier”.

The job advert added: “This is an exciting opportunity to establish a contact centre from scratch – working from contract award through to live operations and scaling activity to meet the demands of users as One Login moves towards ubiquity. The contact centre Manager will play a critical role in ensuring that One Login is able to meet user needs and does not leave anyone behind. We’re establishing a contact centre to provide joined-up, real-time user support that can meet the needs of all Users should they encounter issues when using GOV.UK One Login. The contact centre forms an intrinsic part of our inclusion strategy for One Login and will be keenly focused on delivering outcomes for our end users through iterative innovation while representing value for money to the taxpayer.”

Applications for the role are open until 11.55pm tonight, by which time those interested in the role will need to submit a CV and a covering letter of up to 750 words in length. Successful candidates will be asked to attend a hour-long interview, during which applicants will be asked to give a presentation “covering the fundamentals of problem and incident management”.

Recently released major project data revealed that the project to deliver One Login is expected to cost £305m over its lifespan and, ultimately, deliver benefits of £1.75bn.

Sam Trendall

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